Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2021, the CFPB received 1368 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.
Date of Complaint: December 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Response Type: In progress
Date of Complaint: December 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
USAA will not follow my instruction to change location of direct deposit of my $ XXXXmonth lifetime annuity.
I filled out the required form and sent it two months ago to the USAA address on this complaint.
I have called USAA multiple times and been put on holds for a long times, being transferred from Department to Department and nothing gets done. This is a repeat experience what I experience with USAA one year ago. I would gladly transfer my USAA lifetime annuity to another financial institution if USAA would set me free!
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company
Date of Complaint: December 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Opening an account
Sub-Issue: Account opened as a result of fraud
Full Complaint:
My name is XXXX XXXX XXXX someone had opened a bank account in my name in a different city. USAA was the bank they were bouncing {0.00} checks Until it reached in about XXXX in fraudulent cash.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
On XX/XX/XXXX. I was scammed and submitted a fake check to one of my savings accounts. There was multiple transactions there to transfer money through XXXX to the scammer, all of them were rejected and was not sent. I suspected that it was fraud after multiple attempts to send money to the scammer. I called the USAA Fraud Department to report this right away and to put a note on my account so they can protect me. On the week of XX/XX/XXXX, I keep seeing on the USAA app that my funds are unavailable. I thought it was a glitch so I let it be. I received a call from USAA on XX/XX/XXXX which is XXXX XXXX at XXXX, I asked them to call me back because I am hosting a XXXX party with my friends and family plus it’s already too late. The person told me that she understands, and would call me back. Today is XX/XX/XXXX, and I never received a call back. I contacted USAA to know more as to why my funds are unavailable and ask them to fix it. That’s when I learned that they have closed or made all of my funds unavailable without prior notice including my savings accounts that I share with my husband. They made it unavailable before informing me, before I can give any opinion on my part. I have done my part to report the fraud activity because I was the victim, but they are treating me like I was the bad person. They have closed my accounts and did not give me a chance to transfer my funds so I can pay my bills on the first week of XXXX. They made my own money unavailable. How am I supposed to buy groceries, pay my bills, and feed my kid without access to my accounts? They told me that they will not send my check or my money until after 60 days. Where am I supposed to get money to pay my bills and buy food? They have violated my right to be informed, to be heard, and to redress this situation. I was a victim, and I have been a loyal customer to USAA since XXXX as a XXXX XXXX XXXX and this is what they paid me back. This is not right. They failed to inform me before making my funds unavailable. They failed to give me a warning or a notice. They failed to hear my opinions regarding what happened. They failed to protect me as a consumer to redress this fraud activity. Please help me correct this. They are also closing my credit card accounts and this will hurt my credit history. I have never missed any payments and have an excellent credit score, but because of this, this would hurt my credibility. USAA is also the account I used to receive my GI Bill and XXXX benefits from the VA. They did not give me a chance to change anything or even update my direct deposit before doing this to me. I have no money to pay my bills and buy food for my kid.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Savings account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
USAA Bank provided a letter dated XX/XX/2021 informing me that all checking and savings accounts that my spouse and I have held for over a decade were being unilaterally terminated by XX/XX/XXXX. No reason was provided. The closure timing was inconvenient as I was expecting some late IRS tax refunds to be deposited into that account. I also have funds tied up in a XXXX brokerage account that can not allow you to withdrawal more than a small sum of money to a new bank account ( since USAA closed my account ). This is denying me liquidity to pay my holiday and year-end expenses, About {000.00} is be tied up due to these related issues.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 31, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Full Complaint:
We completed a HELOC transaction with XXXX XXXX on XX/XX/2021 and the money was received the morning of XX/XX/2021 by USAA Federal Savings Bank. The money has NOT been deposited into my USAA Checking account as of close of business on XX/XX/2021. XXXX XXXX, the lending agency provided confirmation that the transaction processed and the money was received by USAA on XX/XX/2021.
On XX/XX/2021, I contacted the wire department at USAA and spoke with representative, XXXX who confirmed the deposit was received on XX/XX/2021 and that USAA was experiencing a technical problem with processing. They were aware of the issue and currently resolving the problem. He then proceeded to assure me the funds would be available by XXXX XXXX on XX/XX/2021. At XXXX, there was no deposit. The funds were received over 36 hrs ago as confirmed by both the sender and USAA representative, XXXX.
At XXXX XXXX, I contacted USAA Customer Service. I was informed the wire department was gone for the day. I politely asked to speak to a supervisor in hopes of elevating the issue and ensuring the case was documented. No supervisor was available. All I could speak to was an executive resolution specialist, XXXX could not provide any indication if/when the funds would be posted. She also explained that there were no supervisors available ( she inferred a supervisor might be able to access more information to explain why this was occurred ).
I’m sorry, this is unacceptable. {000.00} is a lot of money and not being deposited in a timely manner is not in accordance with standard practices/regulations. USAA is a major financial institution and has mishandled this transaction in a gross and unacceptable manner.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: In progress
Date of Complaint: December 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Complaint Tags: Servicemember
Response Type: In progress
FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.